Community College of Philadelphia · 5 hours ago
IT Help Desk Technician II - Apple/Windows
Philadelphia, PA
Full-time
Onsite
Mid, Senior Level
$27/hr - $41.31/hr
5+ years expCommunity College of Philadelphia is committed to promoting a diverse and innovative work environment. The IT Help Desk Technician II is responsible for providing technical support to faculty, staff, and students while ensuring exceptional customer service and resolving IT issues related to Apple and Windows systems.
E-LearningEducationHigher Education
Responsibilities
Gather and analyze information regarding technical issues
Run or modify scripts that automate the deployment of updates and new applications across Apple devices
Utilize Apple School Manager expertise, strong troubleshooting abilities, and effective communication skills to manage, support, and optimize Apple devices and related services throughout the college
Respond to telephone, email and walk-in requests for technical support or assistance in a timely manner, ensuring appropriate customer service at all times
Log all requests for support using electronic ticketing systems and resolve all requests to full closure
Diagnose and correct desktop computing problems which may result from system failure, system configuration, system errors, operator errors or operator inexperience whenever possible via the phone, in person or remote desktop support
Reset passwords and unlock accounts effectively, clear print queues and log all incoming calls for service into helpdesk, incorporating college acceptable use policies
Install, build, support, maintain, and diagnose hardware, software and network components needed to support academic and administrative desktop computers, as directed
Ensure the integrity of support procedures, processes, and documentation pertaining to the college-wide technical support initiatives
Communicate effectively with faculty, staff, and administrators at all levels, technical and non-technical, to determine and ensure all support needs are met
Work with ITS management, vendors, faculty, and staff to affect repair or replacement of failed equipment components (both in or out of warranty), ensuring proper documentation and reimbursement of warranty related items
Deliver quality customer service to all internal constituents in a professional, helpful and courteous manner
Work independently, determining priorities in unusual or emergency situations and effectively escalating matters to appropriate resources
Work collaboratively with college-wide resources, and/ or vendors to diagnose, isolate and resolve desktop computing problems as directed
Assist with the maintenance and tracking of inventory and deployment of hardware and software college-wide, as directed
Maintain industry standards certifications in support of the installed base equipment at the College
Travel to regional sites, as needed
Maintain sensitivity, understanding, and respect for a diverse academic environment, inclusive of students, faculty, and staff of varying social, economic, cultural, ideological, and ethnic backgrounds
Other duties as assigned
Qualification
Required
Associate's Degree in a related field is required. Any and all degree(s) must be from a regionally accredited institution of higher learning
At least five (5) years direct experience supporting personal computers, mobile/tablet devices, and mobile applications in a professional work environment using IOS, MS Windows and the MS Office Suite of applications for both Windows or Apple/Mac
At least two (2) years' direct experience working with JAMF, JAMF Connect, Adobe Creative cloud and AWS is required
CompTIA A+ Certification required
Experience with Apple Macintosh required
ACSP (Apple Certified Support Professional) or Mac OS Support Essentials I required within 1 year of hire date
Experience working with and supporting Mac OS and solving computer/mobile device-related problems with a strong focus of Apple/Mac administration (Apple Genius experience is a plus)
Working knowledge and/or direct experience with cloud-based SaaS products for the automation, orchestration, packaging, deployment and lifecycle management of applications, updates and applications security (ideally JAMF, JAMF Connect, SysAid/Remedy, Adobe Creative Cloud, G-Suite, AWS) is required
Excellent verbal and written communication skills are required
Demonstrated ability to translate technical knowledge into actionable direction required
Demonstrated excellence in customer service and professionalism is required
Demonstrated commitment to detail and follow through
Flexibility to work evenings and weekends, as needed
Must possess and maintain a valid driver's license and access to reliable transportation
Must be able to lift a sixty (60) pound parcel from floor to a desktop height as needed
Ability to maintain sensitivity, understanding and respect for a diverse academic environment inclusive of students, faculty and staff of varying social, economic, cultural, ideological and ethnic backgrounds
Preferred
Bachelor's Degree in a related field is preferred. Any and all degree(s) must be from a regionally accredited institution of higher learning
At least two (2) years' experience working in a Microsoft AD environment is preferred
Microsoft MCTA or MCSA certifications preferred
Industry standard technical certifications on Dell computers and Hewlett Packard peripherals are preferred
Experience installing and configuring hardware/software is preferred
Benefits
College-paid medical, dental, drug, life and disability insurance
Tuition remission (for classes at the college)
Forgivable tuition loan (for classes at any accredited academic institution)
403(b) retirement plan with 10% College contribution with employee contribution 5%
Flexible spending accounts
Paid vacation, holiday and personal time
Partial remote work schedule for remote work eligible positions
Winter break: 1 week around the third week in December and New Years
Spring Break: 1 week in March
Summer Hours: 4-day work week (closed on Fridays) from the 2nd week in May through the 3rd week in August
Company
Community College of Philadelphia
Community College of Philadelphia is a school that offers liberal arts, sciences, career technologies, and continuing education.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$3.2MKey Investors
National Telecommunications and Information Administration
2023-03-08Grant· $0.25M
2023-02-27Grant· $2.95M
Leadership Team
Alycia Marshall
President
Recent News
The Philadelphia Inquirer
2025-12-20
The Philadelphia Inquirer
2025-11-08
The Philadelphia Inquirer
2025-11-01
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